IPTV Box Upgrade Project in DC Metro, IL and MA- Article no. 9363

Resolution Steps

• A small number of Residential customers DC Metro, Illinois and Massachusetts with our first generation IPTV box (Amino) will soon receive a free equipment upgrade notification (see last bullet)
   
• New IPTV equipment with step by step instructions are mailed out to affected customers starting 08/01/2023
   
• Old (ANDSTRM) boxes start shutting off on 8/15/23

• Customers will need to install their new boxes to restore services

• The old IPTV boxes are listed as Item ANDSTRM in BOLT and ICOMS
   
• The new equipment is sent out already listed on the customer's account; once the equipment is plugged in, the box will work!
   
  • If the new equipment is installed and giving an error, please troubleshoot as normal
     
• Customer's that have multiple Amino Boxes may only receive one (1) remote.  Older Amino remotes do not work with new IPTV equipment. If this is the case, please send the amount of remotes that need to be replaced
   
  • Older Amino remotes do not need to be returned. Please waive the new remote fees. Note: You cannot waive fess in BOLT; agents are allowed to use the ICOMS steps to waive these fees only in this instance for customers that are part of  this swap project
     
• The customer's existing IPTV box will still work until they hook up the new one; however, as of 7/24/23 you won't be able to troubleshoot the box remotely anymore

• If a customer has service issues and calls in to troubleshoot the old IPTV box before the new equipment arrives, schedule a Trouble Call
   
• BOLT will display an alert message on affected accounts
   
  • IPTV Box Swap Project - See Simon 9363
    
    
     
• Self Install Letter